Active Listening Skills Crisis Intervention Training Albuquerque Police Department Crisis Intervention Training 1

Active Listening A communication technique that a listener uses to show the speaker that they paying attention and understand the message that is being relayed. Clinical evidence and research suggest that it is an effective way to induce behavioral changes in others. Crisis Intervention Training 2

Why Active Listening? Empathy Understanding Retention Rapport Influence Compliance Crisis Intervention Training 3

Active Listening Face the speaker Nod occasionally Maintain eye contact Minimize distractions (internal & external) Keep an open mind Open and inviting posture Crisis Intervention Training 4

Seven Skills Reflecting/Mirroring Open-Ended Questions Minimal Encouragers Emotion Labeling Paraphrasing “I” Messages Effective Pauses Crisis Intervention Training 5

Barriers Arguing Patronizing Interrupting Moralizing Rescue Trap Police Jargon Crisis Intervention Training 6

SAFER Security of Person/Property Attacked Flight Excessive Repetition Revised Priorities Crisis Intervention Training 7

Summary Great to build rapport Helps to show compassion Helps with de-escalation Helps maintain professionalism Crisis Intervention Training 8

Thanks Questions, Comments, Etc… Insert Name, Phone, , or any contact information you may have. Crisis Intervention Training 9